IT Support Engineer

IT SUPPORT ENGINEER

NORTHAMPTON - 100% OFFICE BASED

SALARY 27K-30K

Our clients are building something special a next-generation cyber-focused IT Service Desk supporting a fast-growing network of small businesses across the UK. Their clients range from micro-businesses (220 endpoints) to emerging SMEs, primarily through a buying group model.

If youre an IT Support Engineer with a strong troubleshooting mindset , a passion for security , and a desire to learn, grow, and make an impact , this is your opportunity.

They deliver managed IT and security services with a cyber-first approach, including:

• Remote Management and Monitoring (RMM)
• EDR / MDR solutions
• Microsoft 365 management (Exchange, OneDrive, SharePoint, Teams)
• Patch and asset management
• Backup and recovery
• SLA-driven, ticket-based support (Halo or similar)

The Role

As an IT Support Engineer , youll provide remote support to customers across the UK, resolving issues across endpoints, users, and networks. Youll work as part of a collaborative service desk team that values knowledge sharing, personal growth, and great communication.

Core Responsibilities.

Level 1 (Core Technician / Triage)

• Manage incoming tickets and triage user requests
• Troubleshoot endpoint, network, and VPN issues
• Support new user setups, deletions, and policy changes via Intune
• Maintain and update internal knowledge base articles
• Communicate clearly and confidently with customers

Level 2 (Intermediate / Escalation)

• Handle identity and access management (AAD / Entra ID)
• Investigate and resolve complex escalations
• Manage patching, packaging, and release updates
• Oversee client onboarding and backups
• Refine ticket workflows and documentation

Skills/Experience

Must-Have Skills

• Strong troubleshooting and analytical mindset
• Excellent written and verbal communication skills
• Windows 10/11 usage and support experience
• Remote support tools (RMM, Intune, etc.)
• Basic networking (DNS, DHCP, VPN, Wi-Fi)
• Ticketing system experience (any PSA or ITSM)
• Security-first mindset awareness of current cyber threats and trends

Nice to Have

• Microsoft 365 admin experience
• PowerShell scripting
• EDR/MDR tools familiarity
• Experience writing or maintaining IT documentation

Growth and Progression

They believe in developing talent from within. Youll start as an IT Support Engineer (L12) and have the opportunity to progress toward:

• Senior Engineer
• Cloud Engineer / Cyber Specialist
• Team Lead or Technical Trainer

Working Hours

• Standard hours: 8am6pm
• Future phase: 24/7 shift model (with one month of night shifts on rotation) - Timescales for this to be implemented TBC